[Elecraft] Customer Service, a Myth?

[Denis Dimick]

As a newbie here, I just want to put my two cents in..

I'm in the middle of building my K1, and I placed one of the chips in 
backwards, Wish I could blame it on being up late building the kit, but I 
just screwed up. So I called Elecraft, told them I screwed up and needed a 
new chip.. There sending a new one out for free.. 

Small wonder Elecraft has such a loyal following..

Denis - KC6AUP


 On Wed, 25 Sep 2002, Brian Kassel wrote:

> Folks:
> 
>    Some of you might recall in a recent posting, that I had lost 20M on
> my K-1 during the recent QRP Afield event. Well, due to their excellent
> documentation, I traced it down to the 22 MHz. crystal used for that
> band only. I called Elecraft, expecting to pay 10-20 bucks for a new
> crystal, as the rig is way out of warranty. As usual, Elecraft really
> surprised me. Scott told me that they had seen this crystal failure
> maybe 10 times in the K-1. Of course, as the number of K-1's sold out
> there are well over 1000, I figured that 10 failures was not indicative
> of an epidemic ;). 
> 
>     I was blown away, when Scott told me that they would send not 1, but
> 2 crystals, totally *FREE* to me!  He mentioned that he was sending 2,
> "just in case".  He *APOLOGIZED* for the failure, and said that he would
> get the crystals out to me right away, the same day Priority Mail.
> 
>     Heck, the failure was not due in any way to anything that Elecraft
> had done, it was strictly a manufacturing problem with the crystal
> vendor. And so small a sample out of that many kits is really not a big
> problem I wouldn't think.
> 
>     In 42 years of hamming, I have never had so much consistent good
> luck with customer service from a ham radio manufacturer. Heath Kit and
> Ten tec come close, but in my experience, (YMMV), Elecraft is tops on
> the list.
> 
>     I'm the kind of guy who is critical about service, weather in a
> restaurant, airplane trip or any other situation where I am the
> customer. I have been known to not leave a tip at all when I perceive
> that service received was not up to par.  On the other hand, I have been
> known to leave a tip way over 20% when I get exceptional service. I
> mention this only because I wanted you folks to know that I don't offer
> this experience lightly.
> 
>     Now *THAT* is service! 
> 
> Brian K7RE
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